Manager Payment Operations

The Manager, Payment Operations is responsible for the operational performance and continuous improvement of the digital payments ecosystem across North America, ensuring stable, reliable and efficient payment processing. The role drives operational excellence, manages strategic vendor relationships, coordinates the resolution of payment-related incidents and supports the delivery of key payment initiatives. It acts as a key partner between business, technology, finance, risk and external payment partners, working closely with the Global Payments team, Digital Brand Commerce teams, market retail and eCommerce teams, IT, Treasury, Finance and Profit Protection.

• Supports payment operations activities for the North American market in close collaboration with business functions, IT, product teams and external payment partners.
• Monitors payment performance, identifies opportunities for optimisation and drives actions to improve key payment KPIs.
• Serves as the primary operational contact for payment service providers, gateways and other payment vendors, ensuring service levels and business objectives are achieved.
• Coordinates the resolution of payment-related incidents with internal stakeholders and external partners to minimise business and customer impact.
• Supports the delivery of payment-related projects and initiatives, partnering with Product, Tech and business teams to ensure successful implementation and operational readiness.
• Collaborates with stakeholders to define business requirements, testing needs and operational processes for new payment capabilities and enhancements.
• Maintains strong relationships with internal and external partners to align priorities and ensure effective execution of operational and strategic initiatives.
• Supports governance, compliance and risk management activities related to payments operations.
• Continuously monitors payment industry developments, vendor performance and market trends to identify opportunities for improvement and innovation relevant to the North American business.

• University degree and/or commercial training in business administration, computer science, engineering or a related area.
• Minimum of 5 years of progressive work experience in delivering projects, with hands-on project management experience as a lead or PMO.
• Strong knowledge of digital payments and payment operations, including payment processing, payment service providers, card acquiring, fraud and risk management solutions, payment performance metrics and the eCommerce payments ecosystem.
• Ability to manage payment-related incidents, coordinate cross-functional teams, conduct root cause analysis and drive corrective actions to improve operational stability and customer experience.
• Strong analytical skills, with a demonstrated ability to analyse complex data sets, identify trends and opportunities, challenge assumptions, interpret business impacts and develop actionable recommendations based on data.
• Advanced proficiency in Excel and experience working with large data sets to analyse payment performance, identify trends and support investigations.
• Excellent communication skills, with the ability to communicate effectively with technical and non-technical audiences and influence decision-making through fact-based recommendations.
• Collaborative and customer-focused mindset, with the ability to work effectively across multiple functions in a fast-paced and evolving environment.
• Self-driven and comfortable navigating ambiguity, managing competing priorities, shifting business needs and complex operational challenges with limited direction.
• Strong organisational skills and attention to detail, with the ability to manage multiple initiatives simultaneously while maintaining accuracy and operational discipline.
• Experience managing relationships at all levels within an organisation.
• Fluency in English.

• Experience with SQL, reporting tools, data visualisation platforms and payment analytics solutions.
• Additional languages are an advantage.

• Hybrid work policy requiring attendance in the office Monday through Thursday, with the flexibility to work remotely on Friday each week.
• For work requiring a high degree of collaboration or an in-person presentation, in-office attendance is required even on Friday.

• Robust and progressive medical coverage, including HSA (Health Savings Account) with employer funding or FSA (Flexible Spending Account) options.
• Dental, vision and prescription drug coverage.
• Adoption support with surrogate and fertility support.
• Short and long-term disability, and basic life and AD&D insurance.
• Enrolment in the 401k plan and Stock Purchase Plan with employer match.
• Education assistance for full-time employees.
• Generous leave policies, including 14 weeks of paid parental leave.
• Eligibility to earn an annual bonus based on company performance.
• Prorated flexible time off accrued at 0.4388 hours per day, increasing with years of service.
• Twelve paid holidays throughout the calendar year and Service Time Off during milestone years.

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